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Service Insight Overview

 

Junos Space Service Insight is an application that helps in accelerating operational analysis and managing the exposure of network devices running Junos OS to known issues. Using Service Insight, you can identify devices that are nearing their End of Life (EOL) and also discover and prevent issues that could occur in your network. The functionality of Service Insight is dependent on the information sent from Service Now. To enable Service Insight, you must add a valid organization in the Service Now application. See the Adding an Organization to Service Now section in the Junos® Space Service Now User Guide.

Service Insight identifies the devices containing EOL parts and enables you to generate reports that provide detailed information about EOL parts in managed devices. Service Insight provides the following EOL information:

  • Number of devices with parts that are EOL

  • EOL announcement date

  • Number of announced parts that are EOL

  • End of software engineering date

  • Number of software parts that are at end of engineering

  • End of hardware engineering date

  • Number of hardware parts that are at end of engineering

  • End of Support date

  • Number of end of support parts

  • Top-level assembly parts

  • Circuit assembly parts

  • Product serial numbers

  • Replacement numbers

Apart from providing EOL information, Service Insight provides proactive bug notifications (PBNs) as a proactive measure to alert you about known issues that can impact the devices in your network. It is an effective means of communicating the information collected while helping one customer fix issues to another customer who could face similar issues in future. Using this information, which was collected when issues were reported to Juniper Networks, Service Insight identifies devices on your network with similar conditions. PBNs associated with devices on your network are matched and displayed on the Manage PBNs page. These PBNs keep you aware of the possible impacts and also of ways to fix the issue. PBNs also consist of workarounds that suggest temporary fixes and instructions that you can follow to protect your network. See Targeted PBNs Overview.

Juniper Care Plus (JCare Plus) customers are entitled to receive PBNs that are managed by the Advanced Services (AS) team. Juniper Care customers are entitled to receive only auto PBNs. Auto PBNs are PBNs that are matched automatically by the system. They are not managed by the AS team. Customers who do not have JCare Plus license are considered as JCare customers.

Service Insight receives updates about EOL and PBN information from JSS. It also enables you to send notifications about these updates to multiple users and manage these notifications. You can define the events that trigger a notification, the filters that further specify the trigger events, and also the actions that you want Service Insight to take after the notification is triggered. See Notifications Overview .

Service Insight uses two timers, one that runs every midnight, and another that runs every hour. The timers initiate the process to fetch EOL data of devices from JSS.

When a large number of devices is added to Service Insight, EOL data is received by Service Insight in batches. The timer that runs every midnight updates the EOL and PBN data by sending requests to JSS and processing the responses that are received from JSS. If the device information in Service Now and Service insight are not synchronized, the midnight timer initiates a synchronization process so that changes made to devices in Service Now are reflected in Service Insight. For information about Service Insight timers, see Junos Space Service Now and Junos Space Service Insight Timers.

Service Insight Dashboard

The Service Insight dashboard displays notifications and graphically illustrates the number of devices per device group and the number of devices not sending device snapshots. You can access the Service Insight dashboard by selecting Service Insight from the Application Switcher.

The Service Insight dashboard includes:

Dashboard Gadgets

The dashboard displays gadgets with information that is updated automatically and instantaneously. You can move gadgets on the dashboard and change their sizes. These changes persist even after you log back in to the system.

Service Insight displays the following gadgets:

New EOL Matches

The New EOL Matches gadget graphically displays the number of devices found with EOL parts on the previous day, the previous week, and the past month. Clicking a bar within the graph takes you to the Exposure Analyzer page which displays the details of devices with EOL parts.

For example, when you click the green bar of the New EOL Matches gadget (as shown in the following figure), the Exposure Analyzer page displays only the three devices for which EOL notifications were received last month.

Recent PBNs

The Recent PBNs gadget graphically displays the devices for which PBNs were received the previous day, the previous week, and the past month. Clicking the bars within the graph takes you to the Manage PBNs page which lists the devices for which the PBNs were received.

For example, when you click the green bar of the Recent PBNs gadget (as shown in the following figure), the Manage PBNs page lists only one device for which PBNs were received last month.

PBN Severity

The PBN Severity gadget graphically displays the severity levels of the received PBNs. Clicking a bar within the graph takes you to the Manage PBNs page which lists the PBNs.

For example, when you click the green bar of the PBN Severity gadget (as shown in the following figure), the Manage PBNs page displays only the PBNs with Minor severity level that were received.

Service Insight Notices

The Service Insight Notices gadget provides the following links:

Service Insight Workspaces

  • Insight Central—Provides gadgets to view new devices with EOL parts and PBNs received recently. It also provides options to generate EOL PBN reports, EOL reports, and lists targeted PBNs. See Insight Central Overview for detials.

    For more information about Insight Central workspace, see .

  • Devices—Same as the Devices workspace in Junos Space Network Management Platform. See Device Management Overview for details.

    see .

  • Jobs—Same as the Devices workspace in Junos Space Network Management Platform. See Jobs Overview for details.

  • Administration—This is the same as the Administration workspace in Service Now. See Administration Workspace Overview for details.

Benefits of Junos Space Service Insight

  • Provides PBNs that identify specific devices in your network that might be susceptible to known issues before the issues impact the devices.

  • Helps you plan the hardware and software maintenance of your network by analyzing the impact of a device or device parts at EOL or EOS.

  • Works with Service Now to make asset tracking easier by providing asset details (including support contract information) for managed Juniper devices, saving time spent in manual tracking of the assets.